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Hamzyah Hamzyah
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PENGARUH RESPONSIVENESS, TANGIBLE, DAN EMPHATY TERHADAP KEPUASAN PELAYANAN PELANGGAN PADA PT. PLN (Persero) DI KABUPATEN ENREKANG Hamzyah Hamzyah
Jurnal Ilmu Manajemen Profitability Vol 3, No 1 (2019): FEBRUARI 2019
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (410.661 KB) | DOI: 10.26618/profitability.v3i1.2507

Abstract

Data analysis technique used in this research is multiple linear regression. To explain the description of research related to the hypothesis by using analysis: Test Validity, Test Reliability, t Test (Partial), Test F (Simultaneous). Based on the results of data analysis shows that Responsiveness (X1), Tangible (X2) and Empathy (X3), have a positive and significant effect on Customer Satisfaction (Y) shown by the value of correlation coefficient of 27.802. As for the significant test of t test that the tcount obtained is for the responsiveness variable (X1) tcount (2,212) ttable (1.98472) at 5% significance level meaning positive and significant effect on customer service satisfaction (Y), tangible tcount (6.757 ) ttabel (1,98427) at 5% significance level meaning positive and significant influence to customer service satisfaction (Y), empathy tcount (3,295) ttabel (1,98472) at 5% significance level meaning positive and significant to satisfaction customer service (Y). Tangible is the dominant variable influencing customer service satisfication based on standardized coefficients with a beta value of 0,523 or 52,3%.
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